Siebel Communications Guide > Service Requests and Trouble Tickets in Siebel Communications >

Using the Customer Satisfaction Survey in Siebel Communications (End User)

Customer satisfaction surveys allow end users to conduct a survey with the person who initiated a trouble ticket. If they have Chart Works Server (a third-party application) installed, then a chart displays a measurement of the customer's satisfaction as they record the customer's responses. On a subsequent occasion, they can conduct another survey without overwriting existing survey records.

As part of closing a trouble ticket, end users can conduct a customer survey in person, or they can use the Correspondence screen to send a letter and survey to the originator of a trouble ticket. When they mail a survey, an activity is automatically generated for the mailing. For information about using the Correspondence screen to send out customer satisfaction surveys, see Siebel Applications Administration Guide.

To conduct a customer survey

  1. Navigate to the Trouble Tickets screen, then the Trouble Ticket List view.
  2. Drill down on the ticket ID of the trouble ticket.
  3. Click the Customer Satisfaction Survey view tab.
  4. Scroll down to the Survey Details form, and add a record.
  5. Ask each of the questions on the Survey form and record the customer's answer for each field.
Siebel Communications Guide Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Legal Notices.